How is a service request defined in ITIL?

In ITIL, a service request is specifically defined as a formal request from a user for a service. This encompasses a variety of requests that may include access to a service, a request for information, or actions such as password resets or software installations. The key aspect is that it originates from a user who is seeking a service that is provided by the IT organization.

This definition is crucial because it emphasizes that service requests are part of the normal operations of IT services, contrasting with incidents, which require resolution of an unplanned interruption or degradation of service. Moreover, service requests should be handled in a systematic way, often through a defined process within the service desk or service management framework, reducing the need for ad-hoc responses and ensuring a consistent user experience.

Understanding this distinction is essential for effective service management because it assists organizations in prioritizing and managing requests appropriately within the service lifecycle.